Production Support Administrator

**Employer**: PPI Management Inc.
- **Office**: 2235 Sheppard Avenue E
- **Location**: North York, Ontario
- **Other Possible Location(s)**: Calgary, Alberta; Bedford, Nova Scotia; Winnipeg, Manitoba; St-John's, Newfoundland and Labrador; Edmonton, Alberta; Vancouver, British Columbia
- **Job category**: Not Evaluated (Job Family)
- **Job ID**: JR10024105
- **Job type**: Permanent Job

**Description**:
**PPI company overview**:
**PPI (an independent subsidiary of iA Financial)** is an Insurance Marketing Organization that sits between independent advisors and insurance companies. From coast-to-coast, we provide value-added services and support such as digital tools, education, marketing, and processing, to help Advisors elevate and grow their business with a socially responsible mindset.

At PPI, each day you have the opportunity to make a meaningful difference when you support our independent insurance advisors in providing financial security and peace of mind to their clients: Canadian families and businesses.

When you join PPI you will be part of a diverse, inclusive and equitable place to work that values different perspectives. You will benefit from a culture that is people-focused, inclusive and collaborative with opportunities to learn and develop your skills, develop your career and make a meaningful impact.

Our people drive our progress through innovative ideas and a commitment to excellence. We work hard and always ensure we have fun along the way.

PPI is pleased to provide employees with the flexibility of a hybrid work environment. This role is eligible for working from home up to 3 days per week.

**Production Support Administrator**

Working closely with the Production Support Analysts and liaising with internal departments and external partners, the Production Support Administrator is a key contributor to the day-to-day execution of support processes, access audits, and system maintenance. By managing user access, coordinating ticket triage, and executing administrative tasks across platforms such as WealthServ, Apexa, and carrier portals, the Administrator ensures that internal teams can operate efficiently and securely.

This role supports the strategic goals of PPI’s Operations Team by enabling smooth onboarding of employees into operational systems, accurate access provisioning, and timely resolution of routine support requests.

**Key Responsibilities**:

- Process onboarding and offboarding requests for back-office system platforms, including new employee setup, role changes, and terminations.
- Execute password resets and role-level access modifications.
- Maintain accurate records of access permissions and ensure timely updates across systems.
- Review and manage employee access requests for multiple carriers, including add/remove/modify actions.
- Coordinate with carrier contacts to resolve access issues and ensure compliance with carrier-specific protocols.
- Monitor incoming support tickets, ensuring proper categorization and routing to the appropriate Analyst.
- Close or escalate tickets based on resolution status and urgency.
- Track and report on ticket volumes, resolution times, and routing accuracy.
- Conduct periodic access reviews and audits for back-office platforms and carrier systems.
- Collaborate with analysts and leadership to ensure audit findings are addressed and documented.
- Maintain and update standard operating procedures for recurring administrative tasks.
- Ensure documentation is clear, current, and accessible to relevant stakeholders.
- Liaise with Production Support Analysts, internal departments, and external partners to support operational workflows.
- Communicate access changes, ticket updates, and system notices clearly and professionally.
- Participate in training sessions, team meetings, and one-on-one check-ins.
- Stay informed on system updates and process changes to continuously improve support capabilities.
- Demonstrate awareness of and support for PPI’s ESG (Environmental, Social and Governance) commitments to our advisors, their clients and our employees.

**Education, Skills and Experience**:

- 2 years of experience in an administrative, operations support, or help desk role preferred
- Exposure to Insurance Back-office systems such as WealthServ, Apexa, or similar platforms
- Experience handling user access, ticket triage, or basic system configuration tasks is beneficial
- Familiarity with working in a regulated or compliance-driven environment an asset
- Proven attention to detail
- Excellent organizational skills with a proven ability to manage high volumes of work and tight deadlines
- Self-motivated with the ability to work independently while being committed to functioning as a team player
- Knowledge of Microsoft Office programs; Excel and Word in particular
- Problem-solving mindset with a proactive approach to resolving routine issues
- Results driven with demonstrated ability to flourish in environments of significant change
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